Software Support Engineer Spiceworks

Summary: What?s this job about?

Spiceworks is on the prowl for a Software Support Engineer who knows that there?s no such thing as a one-size-fits-all answer. We?re looking for someone who?s ready to sink their claws into an issue and help our users get to the bottom of a problem. Are you willing to go the extra mile to find the best answer and be there to explain it every step of the way? Are you someone who?ll strive to provide the killer service and support that over 1.5 million IT pros around the world have come to rely upon to get their jobs done? Spiceworks just might be calling your name!

Called the ?Facebook of IT,? we?re an energetic, one-of-a-kind software company based in Austin, Texas. Spiceworks? innovative model combines a network management app with a force-to-be-reckoned with Community of IT pros from all over the globe. Our goal is to simplify ?everything IT? by helping our users do their jobs, share tips and tricks, and connect with the tech vendors who sell them products. Given that we?re growing by over 2,000 users per day, it?s no wonder we?ve been called the ?fastest growing social business app in history!?
As a Spiceworks Support Engineer, you?ll roll up your sleeves and learn everything there is to know about the Spiceworks application, and you?ll put that knowledge to use in supporting our growing community of IT pros. You?ll tackle countless cycles of inquiry and often be required to hone in on a single user?s issue. You?ll help create workarounds when standard procedures have failed and then explain those solutions as clearly and concisely as possible. You?ll go all-out with each case so you leave users saying ?that?s the best software support experience I?ve ever had!? In other words, you?ll eat, drink, and live the support life -- and you?ll have a blast doing it!

Responsibilities: What will I do?


Provide top-notch technical support for our users in never-miss-a-beat style
Troubleshoot and develop solutions related to software for external customers
Stay calm, cool, and collected when standard procedures don?t go as planned and create snappy, resourceful workaround procedures to fix the problem instead ? like a champ!
Play time-keeper to make sure issues are resolved quickly and efficiently ? and don?t forget to track and monitor each step of the issue on its way to resolution or escalation.
Team up with our product and dev teams to help squash bugs and resolve issues in the application.
Work one-on-one with our customers and rep Spiceworks with pride!


Qualifications: What does it take to do this job?


Bachelors degree in Computer Science or 3?5 years of Technical Support experience
2 or more years of system/network administration experience
Knowledge of Windows Operating Systems (Windows XP, Serve 2003/2007, Vista, Windows 7)
A solid understanding of network technology and related concepts/protocols (WAN, LAN, DNS, DHCP, SMTP, SNMP, TCP/IP, HTTP, IMAP, POP3, EXCHANGE)
A passion for helping users solve their problems ? some might say you were a teacher in your former life!
Strong desire to dig deep into problems and learn our product from top to bottom
Out-of-this world communication skills ? you have a talent for explaining technical concepts clearly and concisely via email
Friendly, upbeat attitude!


Preferred ? but not required:


Previous software product experience
Ruby programming experience
Active Directory administration experience
Active participation in computer-related Internet Communities
Fluency in German, Spanish, French, and/or Italian

Location:	9005 Mountain Ridge Drive Suite 100 Austin, TX 78759 United States